Technical Service Representative (NC Remote)

Hexion Careers

2d•Remote

About The Position

Imagine Everything. Build the Future with Hexion. At Hexion, we push boundaries, rethink possibilities, and create real impact. We activate science to deliver progress—developing breakthrough solutions that strengthen industries, protect communities, and drive a more sustainable future. This is where bold thinkers, problem-solvers, and innovators come together to shape what’s next. Whether you're engineering advanced materials, transforming manufacturing technologies, or leading strategic innovation, your ideas and actions leave a lasting mark. We cultivate an inclusive culture of growth, collaboration, and accountability, ensuring every contribution propels us forward. We don’t follow the status quo—we challenge it, disrupt it, and improve it. Every role at Hexion is part of something bigger. We invest in innovation, sustainability, and continuous development—equipping you with the tools, training, and opportunities to excel. With an unwavering commitment to safety, partnership, belonging, and impact, we empower you to lead change and strengthen industries worldwide. Your Future Starts Here. If you’re ready to push limits, reimagine what’s possible, and create the extraordinary, Hexion is where you belong. Anything is possible when you imagine everything. Position Overview We are seeking a skilled and customer-focused Technical Service Representative to join our team and provide expert support to our commercial customers within the wood products manufacturing industry. This role acts as a key interface between our internal technical team and external customers, ensuring product performance aligns with customer expectations and regulatory standards. The Technical Service Representative will lead efforts related to product engagement, modifications, quality support, and the successful implementation of customer trials.

Requirements

Bachelor's degree in Chemistry, Chemical Engineering, or related technical field (required).
5 years of experience in a technical support role within the chemical manufacturing or a related industry.
Strong understanding of chemical formulations, manufacturing processes, and quality systems.
Experience with customer-facing technical roles including trials, audits, and technical negotiations.
Excellent communication, problem-solving, and project management skills.
Willingness to travel to customer sites as needed (up to 60% of the time).

Nice To Haves

Knowledge of regulatory compliance requirements (e.g., REACH, ISO, etc.).
Experience with CRM or technical support ticketing systems.
Lean Six Sigma or similar continuous improvement training.

Responsibilities

Customer Technical Engagement:
Serve as a primary technical contact for commercial customers, building strong working relationships through regular communication and technical meetings.
Collaborate with the sales and product teams to understand customer requirements and align product solutions accordingly.
Product Modifications and Customization:
Evaluate customer needs and recommend or coordinate modifications to existing products.
Work with R&D and production teams to develop and validate customized formulations or adjustments.
Customer Quality Support:
Respond to customer quality concerns and lead investigations in coordination with quality assurance and production.
Provide detailed reports and corrective action plans to customers where necessary.
Trial and Application Support:
Plan, coordinate, and support customer product trials, ensuring accurate testing, documentation, and follow-up.
Provide on-site or remote technical support during trials to ensure product performance and compliance with customer specifications.
Technical Documentation and Approval Processes:
Review and approve customer recipes and rework requests in line with internal standards and customer expectations.
Maintain accurate records of approvals, specifications, and technical communications.
Continuous Improvement and Feedback Loop:
Gather customer feedback to inform product development, continuous improvement initiatives, and service enhancements.
Support internal training and knowledge sharing based on customer experience and industry trends.